Principal Technical Support Engineer

The Principal Technical Support Engineer relies on experience and judgment to plan and perform a variety of tasks for the team. The Principal Technical Support Engineer will also be responsible for providing pre and post sales support for customers, end users, resellers, and support partners.

Essential Responsibilities:

• Remotely work with customers to troubleshoot and resolve complex network and product issues meeting & exceeding the SLAs via support CRM system
• Interface with our world-class support, development and SQA teams to identify and to resolve product issues . Work with Engineering staff in development of new product designs. Should assume leadership roles and work without supervision.
• Utilizing NETSCOUT's Knowledge Management database, research & develop technical tips and solutions
• Advise customer on network management best practices using NETSCOUT product suite
• Replicating issues and testing customer configurations in a lab environment,
• Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.
• Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
• Performing remote upgrade activities.
• Providing feedback from customers to product management and engineering teams via appropriate systems
• Handling customer technical escalations
• Participate in after-hours support services rotation program providing 24 x 7 support for our global customers
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced written and verbal communications skills.
• Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

Required Experience :

• Bachelors Degree in Computer Science/Network Security or equivalent discipline
• Minimum of 10+ years in experience in a customer support environment. Consulting level experience with Networking products and applications, Consulting level problem solving skills and Extensive experience in troubleshooting complex network & product issues
• 4 plus years in critical and managed customer care
• Proven expertise in customer relationship and management
• Network Management experience
• Experience working remotely, but cooperatively with HQ
• Demonstrated ability to identify and resolve complex network problems
• Cisco Certification (CCNA minimum, CCNP preferred)
• Excellent windows/ Linux OS environments knowledge, ability to script . code will be added advantage. Linux /Windows Certification is preferred.
• Ability to write technical articles outlining problems resolution and troubleshooting steps contribute knowledge to the knowledge base)
• Ability to travel as needed and willingness to work evening shift, late hours as needed is must.
• Project Management Certification a plus (PMP)
• Server Hardware Support Certification a plus (Dell DOSD)
• Excellent experience in cloud technologies, latest networking technologies, cyber security trends, VMware Certification will be added advantage.
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced proven written and verbal communications skills.
• Participation in the Support Off-Hours On-Call rotation is required.
• Strong Interpersonal, Teamwork, leadership, process development skills.
• Strong analytical/critical thinking skills.
• Ability to work across multiple hardware and software platforms.
• Provide leadership and issue management on large customer outage calls.
• Superior technical writing skills
• Ability to multi-task with strong attention to detail
• Solid problem-solving skills
• Process focused and self-motivated
• Exceptional organization, time management and technical writing skills
• Ability to work efficiently & effectively on complex issues with time constraints
• Working knowledge of standard office suite applications and database management
• Proven ability to train and mentor junior engineers to increase their knowledge on the various products and technologies used